Resident Services Manager

Job title: Resident Services Manager Location: Midlands UK (Base location will be Birmingham)Contract: Permanent Full time Working Pattern: See additional informationReporting to: Resident Services Team LeaderCompany OverviewOcasaHomes is not your typicalproperty management company - were redefining how residential properties are managed in the UK. Established to oversee a private investment funds residential portfolio we focus on delivering exceptional experiences to residents living in our high-quality yet affordable homes.Role OverviewThe Resident Services Manager plays a pivotal role in shaping the resident experience across our Ocasa communities. This position is instrumental in driving service excellence fostering community engagement and ensuring operational standards are consistently met.Supporting this function the Resident Services Manager will take a proactive role in resident acquisition through property viewings uphold asset integrity via regular building inspections and enhance resident satisfaction by coordinating community initiatives and providing responsive high-quality support.This role will look after our buildings within the West Midlands region (Cannock Derby and Walsall).Key Responsibilities Occupancy & Performance ManagementLead property viewings working to individual and team KPIs to drive occupancy and conversion. Provide regular data-informed feedback to the Head of Resident Services regarding property condition and pricing to support strategic decision-making.Operational Oversight & ComplianceEnsure the completion of regular portfolio inspections to maintain safety cleanliness and presentation standards. Maintain accurate records and ensure compliance with health and safety protocols. Oversee the secure management and auditing of all property keys. Work with the FM team and in particular the Compliance Manager to provide on-site support in relation to day to day compliance related activity.Maintenance & Service CoordinationAct as the key liaison with the maintenance helpdesk ensuring timely resolution of repairs and high-quality outcomes through inspections and spot checks. Maintain clear communication with residents throughout the process.Issue Escalation & Risk ManagementProactively identify and escalate community or operational issues to the appropriate senior stakeholders including the Head of Resident Services and the Facilities Manager.Resident Engagement & Community BuildingFoster strong positive relationships with residents across your region embodying Ocasas values in every interaction. Lead the planning and delivery of approved community events that enhance resident satisfaction and align with budgetary guidelines.Portfolio Mobilisation & Strategic SupportSupport the Head of Resident Services in the mobilisation of new assets ensuring a seamless resident experience from day one. Provide strategic input and administrative support on departmental projects and initiatives.Standards & Brand RepresentationChampion Ocasas leasing walk and brand standards across all sites. Monitor adherence and report deviations to central teams for resolution. Coordinate and lead open days with or without external support in collaboration with tenancy management teams.Third-Party Coordination & Legal SupportFacilitate access for third-party contractors and support the servicing of legal notices and consultation events as required.Cross-Portfolio FlexibilityProvide leadership and operational cover across other buildings and regions during peak periods holidays or as business needs dictate.Supporting the centralised functionsSupport other areas of the business such as Lettings during peak times.Experience & QualificationsProven experience in a customer-facing management role within theresidential property hospitality or flexible workspace sectors with a strong track record of delivering outstanding service in high-demand environments.Solid understanding of theresidential rental market including key operational requirements such ashealth and safety compliance property inspections and resident engagement.Demonstrated success intarget-driven roles with the ability to meet and exceed performance metrics related to occupancy service delivery or operational efficiency.Technologically confident with proficiency inMicrosoft Officeand the ability to quickly adapt tomultiple business systems and digital platforms.Excellent interpersonal and communication skills with a natural ability tobuild rapport and trustwith prospective and existing residents.Highly organised and detail-oriented with strongadministrative capabilitiesand a disciplined approach to followingprocesses policies and maintaining accurate records.A genuine passion fordelivering exceptional customer experiences with a proactive and solution-focused mindset.Company BenefitsEnhanced Pension25 days annual leave plus UK bank holidaysYour birthday offTime off to move homeLife assuranceGroup Income ProtectionPrivate healthcare viaBupa(taxable benefit)Commitment to your learning and developmentEmployee wellness resources and eventsEmployee Assistance ProgrammeRegular team building eventsOur ValuesWe have built a business to be proud of and our values are key to our ongoing growth. As well as showcasing your relevant skills and experience we would like candidates who are interested in joining us to demonstrate how they incorporate our values in their ways of working.ConsideredWe recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.PrincipledWe believe in doing the right thing and we hold our principles closely in everything that we do.EmpatheticEmpathy is key to creating a culture thats open supportive and kind. Whether its working with colleagues residents or external parties we treat everyone with empathy.KnowledgeableWe hold ourselves to a high standard every member of theOcasateam is an expert at what they do.Additional Information Work patterns: Shifts will range from 8:00-18:00 with 5 out of 7 days being worked including at least 1 Saturday per month.Regular travel is required across the portfolio travel expenses can be reimbursed in line with the expenses policy. Travel may include overnight stays. A valid UK driving license is required for this role.The successful candidate must by the start of the employment have permission to work in the UK.We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK employment referencing DBS check and depending on the role further checks may need to be conducted.We know that to be truly innovative we need to have a diverse team. That is whyOcasaHomes is committed to creating an inclusive environment and is proud to be an equal opportunities employer.We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you:Required Experience:Manager Key Skills EMR Systems,Senior Care,Developmental Disabilities Experience,MDS,Yardi,Computer Literacy,Fair Housing Regulations,Maintenance,LIHTC,Document Management Systems,Property Management,Supervising Experience Employment Type : Full-Time Experience: years Vacancy: 1